Proposição teórica de uma relação mediada-moderada no setor hoteleiro
Palavras-chave:
Setor hoteleiro, Relações condicionais, Ensaio teóricoResumo
Este ensaio teórico ao possuir um enfoque reflexivo e posicionado, permitiu mediante uma revisão sistemática da literatura conferir contornos e estrutura para se discutir o tema de interesse do artigo: o efeito moderador do motivo da viagem na relação mediada entre a qualidade do serviço, satisfação e lealdade. A partir dos resultados obtidos pela avaliação dos conteúdos teóricos dos construtos do estudo, pôde-se fornecer um terreno fértil para o estabelecimento de relações hipotéticas entre eles. Dessa forma, a articulação da literatura apresentada conferiu justificação teórica para formulação das respectivas proposições do trabalho: a satisfação medeia a relação entre a qualidade do serviço e a lealdade do consumidor no ambiente hoteleiro (H1) e; o motivo da viagem modera a força da relação entre a qualidade do serviço e a satisfação do consumidor no ambiente hoteleiro (H2). Este estudo contribui teoricamente para a literatura sobre lealdade no setor de hospedagem brasileiro, por propor uma nova possibilidade de investigação que indica nuances diferentes sobre quais dimensões da qualidade podem influenciar mais a satisfação do consumidor, conforme o motivo da viagem, indicando, portanto, que os meios de hospedagem poderiam atuar em modalidades distintas ao atenderem cada tipo de consumidor.
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